Application Support Engineer

As an Application Support Engineer, you will be responsible for maintaining and supporting our software applications, ensuring optimal performance, troubleshooting issues, providing second line technical support, and liaising with vendors and internal teams. Your key responsibilities will include: - Operational Readiness: Validate applications or changes for live deployment, ensuring a full handover and support readiness. - System Monitoring: Monitor application health, performance, and stability, proactively resolving issues to meet SLAs. - Issue Resolution: Respond to user enquiries and tickets, diagnose technical problems, and collaborate with IT teams to resolve them. - Incident Management: Maintain and close incident records within SLA timelines, lead complex troubleshooting, and support problem management to prevent reoccurrence. - Customer Support: Deliver effective, high-quality support to users, ensuring timely and empathetic resolution of issues. - Cross-Team Collaboration: Work with Development, QA, Network, Database, and Operations teams to support application upgrades and resolve issues. - Deployment Support: Assist with application deployments, upgrades, post-release validation, and system integration efforts. - Documentation & Training: Create knowledge base articles, provide user guidance, and support training efforts to reduce repeat issues. - Data & Reporting: Assist in data analysis and reporting, ensuring integrity and identifying trends in recurring problems. - Automation: Use scripting or automation tools to automate tasks and improve efficiency.